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Bilingual Customer Service Team Lead

2 months ago

Austin, United States AZUMA Full time
Description

The Ideal Bilingual Customer Service Team Lead will be professional and respectful to coworkers, customers and supervisors at all times. As a Bilingual Customer Service Team Lead, you are the initial contact for current customers and those interested in our products and will be responsible for assisting customers in completing applications on line and over the phone, informing customers of the product features and terms, and assisting customers with their orders. Ongoing training and coaching to an assigned group of customer service representatives.

Summary of essential job functions:
  • Oversee and guide a team of customer service representatives, ensuring they meet performance standards and deliver high-quality service. This includes tracking and analyzing team performance metrics, such as response times and customer satisfaction scores, providing feedback, and facilitating training sessions to enhance team skills.
  • Listen attentively to customer needs and concerns; demonstrate empathy.
  • Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
  • Fulfills request by clarifying desired information; completing transactions; forwarding requests within the call center metrics.
  • Sells additional services by recognizing opportunities to up-sell; explaining new product lines
  • Maintain call center database by entering complete and accurate information.
  • Communicate effectively with individuals/teams within the company to ensure high quality and timely expedition of customer requests.
  • Updates job knowledge by participating in educational opportunities.
  • Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Performs other duties as assigned
The Ideal Candidate will:
  • Deliver an extraordinary customer experience: exhibited through responsiveness, professional demeanor, friendly attitude and consistent follow through.
  • Be open to instruction and receptive to constructive criticism.
  • Ability to meet goals and deadlines, demonstrating efficiency and flexibility in a fast-paced work environment.
Requirements:
  • High School diploma or equivalent
  • Previous supervisory experience preferred
  • Must be computer literate with familiarity in Microsoft Outlook, Excel.
  • Possess professional telephone technique.
  • Prior Experience in a Call Center setting is helpful.
  • Strong organizational, communication and time management skills are essential, must be able to multi-task.
  • Heavy phone interaction
  • Bilingual in Spanish